Customer Experience in 2023: What will change and what will remain the same?

CX is at the heart of every successful DTC eCommerce brand. It’s the key differentiating factor that sets brands apart from their competitors, and technology is central to everything.

It's much more challenging to WOW your target audience and provide excellent CX without tools. Not to mention consumers, in general, are quick to switch brands after a single bad experience these days.

To help you make your 2023 easier to navigate, our CEO Sriram and other ecommerce experts met together in DTCX hosted by Gorgias and spoke about new trends, strategies, and tactics for CX in 2023. Get to know how to delight your customers from when they discover your brand to making a purchase and post-purchase.?

What you’ll get from the event

• Uncover new CX trends and intelligent strategies that can improve your outcomes
• Learn innovative ways to personalize the shopping experience and improve retention
• Discover clever ways to keep conversations going for prospecting customers
• Learn about proven tactics to achieve a human connection with customers online

We skimmed through all our post purchase interactions, found out what worked and what didn’t, and identified ways to build a loyal customer base with post purchase CX, and why concentration on retention would increase your profits than concentrating on acquisition.?

Imagine a world where you can put your workflows on autopilot once you ship it and still get every last carrier refund claimed and you touch a 100% CSAT in the post-purchase phase. Well, Packnwood doesn’t have to imagine these things since it's a reality for them with LateShpiment.com. Read how they reduced 70% of their customer support queries and also saved money on refunds.?

A surprising CX trend observed over the last couple of years is the remarkably higher tolerance customers have shown when it comes to fulfillment and post-purchase issues.

While merchants started 2020, fearing the customer backlash that will likely accompany the inventory issues and massive shipping delays, they were pleasantly surprised to receive empathy in return. The reason? Nearly every merchant was affected,small and big alike. Customers were thus considerate of these issues being beyond the merchants control and remained remarkably patient.

However what we started to see in 2022 and will continue seeing this year, is this patience running out quickly.

The big players have now deployed contingency plans that enable them to meet and even surpass pre pandemic delivery times and experience levels. This, along with an abundance of choice, in turn means every other merchant is likely going to be held strictly to those standards, without mercy.

Customers are unlikely to give merchants, especially new brands, a second chance when they mess up on fulfillment or post-purchase experience.

So your mantra for the year should likely be post-purchase excellence; keep..no exceed every fulfillment promise made. Engage with customers when orders are in transit, make customized recommendations and build and experience around every delivery.

2023 will see Great post-purchase CX become table stakes and exceptional post-purchase CX, a brand critical competitive advantage.

Good Luck!